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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # AI-Driven Enterprise Support Engineer - **Company:** NICE Ltd. - **Location:** Seattle, WA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Cloud Computing, Customer Interaction Management (Software), Knowledge Management, Microsoft Dynamics, Salesforce.Com, Amazon Connect, Enterprise Software Applications, Genesys, Cisco, Servicenow - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/senior-ai-designated-support-engineer-nice-8729701 ## About the Role * 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies * Experience owning customer-facing technical relationships * Strong troubleshooting and problem-solving capabilities * Experience managing complex escalations and cross-functional resolution efforts * Familiarity with APIs, integrations, logs, and platform diagnostics * Ability to communicate effectively with both technical and business stakeholders Preferred Experience * NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms * Technical Account Management (TAM) experience * Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions * Salesforce, ServiceNow, Dynamics 365, or CRM integrations * Experience leveraging AI tools in technical support or customer-facing environments, * Love solving difficult customer problems * Enjoy building trusted relationships with enterprise stakeholders * See AI as a tool that amplifies your effectiveness * Want ownership instead of a ticket queue * Are excited to help create something new rather than inherit something established ## Description At NICE, we're building the next generation of enterprise customer support-where AI handles routine work, and exceptional engineers focus on what humans do best: solving complex problems, building customer trust, and driving strategic outcomes. This isn't a traditional support engineering role. It's an opportunity to become one of the first members of a team redefining how enterprise software support operates in the age of AI. You'll partner with some of the world's most recognizable brands, leverage cutting-edge AI tools built specifically for support operations, and serve as the technical quarterback for a portfolio of enterprise customers running mission-critical contact center technology. If you're equally comfortable troubleshooting a complex technical issue and leading a strategic customer conversation, we want to talk., * Serve as the primary technical support partner for a portfolio of enterprise customers * Build trusted relationships with technical and operational stakeholders * Conduct account reviews, identify trends, and proactively address risks * Help customers maximize the value of their NICE investments * Partner closely with Customer Success, Services, Product, and Engineering teams Solve Complex Technical Problems * Troubleshoot advanced issues across NICE CXone and related applications * Investigate routing, telephony, analytics, integrations, APIs, and platform performance * Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary * Drive issues to resolution while maintaining exceptional customer communication * Translate technical complexity into clear business outcomes Leverage AI as a Force Multiplier * Utilize AI-driven tools to accelerate investigations and customer insights * Review AI-generated recommendations and apply technical judgment * Provide feedback that helps improve support automation capabilities * Use AI-powered account intelligence to identify opportunities and risks proactively * Help establish best practices for AI-augmented customer support Influence the Future * Share customer feedback directly with Product and AI teams * Help define how emerging AI support capabilities are used at enterprise scale * Contribute to knowledge management and support process innovation * Mentor peers and promote operational excellence ## Related Videos - [AI Driven Development](https://www.wearedevelopers.com/videos/100340-ai-driven-development) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [The AI-Fluent Team: A Playbook for Driving Enterprise AI Transformation](https://www.wearedevelopers.com/videos/100068-the-ai-fluent-team-a-playbook-for-driving-enterprise-ai-transformation) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Got AI ideas but no money? Here are 10 free ways to level up your AI skills with Google Cloud](https://www.wearedevelopers.com/magazine/600-got-ai-ideas-but-no-money-here-are-10-free-ways-to-level-up-your-ai-skills-with-google-cloud)